Senior Customer Success Manager
TLDR
Bridge market research, AI technology and client strategy to shape research proposals, deliver decision-focused insight and expand client accounts.
Role Details
We are seeking a Senior Customer Success Manager to own and grow a portfolio of key client relationships. Positioned at the intersection of market research, AI technology and client strategy, you will be a trusted partner to senior insights and marketing stakeholders, balancing account health, growth and expansion while bringing research credibility and commercial awareness to every engagement.
Company Overview
Bounce is a fast-growing Insights Operating Platform combining cutting-edge technology and AI to transform how global brands generate and act on research. Trusted by market leaders like Coca-Cola, Deliveroo, Pepsi, TikTok, and Diageo, we are on a mission to disrupt the $125B market research industry and redefine executive decision-making.
Responsibilities
Account Ownership
Own relationship health and commercial execution across a portfolio of client accounts, including more strategic and complex ones
Lead onboarding, platform adoption and quarterly business reviews so clients consistently get value from Bounce
Insights Partnership & Research
Drive deep discovery with clients to uncover business challenges and future research needs
Design proposals that show a clear understanding of client needs, recommend the best-fit research design, and build towards a long-term partnership
Create narrative-led reports that deliver clear, strategic, decision-focused insight, and use them to build momentum and expand accounts
Commercial Growth
Own retention, growth and expansion across your client book
Own churn risks and significant growth opportunities, bringing in a Director or Head of Customer Success where needed
Take a creative and agile approach to problem-solving for clients, adapting the Bounce product suite to build the best-fit approach for your clients
Requirements
Experience: 5+ years in a consultative, client-facing role spanning market research, insights consulting, or research technology (ResTech / SaaS).
Commercial Track Record: Proven success retaining and growing client accounts, including renewals and expansion.
Stakeholder Presence: Confident advising and presenting to senior client stakeholders.
Innovation Mindset: Enthusiasm for how AI and modern technology platforms are evolving the traditional market research landscape.
Benefits
Continuous learning culture with leadership support for professional and personal development
Competitive salary and working environment
15 global work-from-anywhere days per year
22 days annual leave, plus public holidays, plus Christmas & New Year closure.
Top tier tech including a MacBook and premium tools
Vibrant, collaborative culture with team socials, activities, and annual retreats
Benefits
Learning Budget
Continuous learning culture with leadership support for professional and personal development
Team events and retreats
Vibrant, collaborative culture with team socials, activities, and annual retreats
Paid Time Off
22 days annual leave, plus public holidays, plus Christmas & New Year closure.
Remote-Friendly
15 global work-from-anywhere days per year
Bounce Insights is a dynamic consumer insights platform that uses advanced technology and AI to help brands understand and engage with their customers more effectively. By offering timely and actionable insights, we're redefining the way companies approach market research, targeting a $125BN industry ripe for disruption.